Twilio Setup and Compliance for Australia Users

Twilio is a service that provides digital phone numbers you can integrate with Mastermind.

Depending on your subscription, this article may not apply to you. Please reach out to Support or your Mastermind Administrator if you have any questions.

There are a few important steps to completing the Twilio setup process. Check out our “Complete Twilio Setup” article to set up your Twilio number and integrate it with Mastermind.

For Australian users, please see the below additional requirements to learn more about Twilio’s Guidelines for compliance with Australian regulations.

Local Numbers:

Requirements for individuals requesting a local number:

You must provide your business name, and business address (the address must be within Australia)

Name: Must be the official name as seen in your document.

Address: Must be within the locality or region covered by the phone number's prefix; a PO Box is not acceptable where a local address is required.

NOTE: If the numbers are from a different charging district from the location where the number is being used, a) calls will be charged as if you were located within the charging district of the number, and b) you may not be able to port that number to another provider.

Requirements for businesses requesting a local number:

You must provide your business name, and business address (the address must be within Australia)

Name: Must be the official business name as seen in your country registration.

Address: Must be within Australia; a PO Box is not acceptable where a local address is required.

Mobile Numbers:

Requirements for individuals requesting a mobile number:

You must provide your name and address (the address must be within Australia).

Name: Your name may be proven with a government-issued ID or passport.

Address: Your address may be proven with a government-issued ID that includes the address, a tax notice, a rent receipt, a title deed, or a utility bill.

Requirements for businesses requesting a mobile number:

You must provide your business name, business address (the address must be within Australia), and Business ID number.

Business Name and ID: The business name and Business ID number may be proven with a Commercial registry or equivalent.

Business Address: The business address may be proven with a commercial registry or equivalent showing address, utility bill, tax notice, rent receipt, or title deed.

Toll-Free Numbers:

Requirements for individuals requesting a toll-free number:

You must provide your name and address (which is not limited to Australia). There is no specific documentation/verification required for these items.

Requirements for businesses requesting a toll-free number:

You must provide your business name and business address (which is not limited to Australia). There is no specific documentation/verification required for these items.

Troubleshooting Tips:

If you’re having difficulty with a regulatory bundle, follow these steps:

Log in to your Twilio Dashboard
Navigate to Sub-Accounts
Click into the sub-account you received the regulatory bundle approval for.
Phone Number > Manage > Buy a phone number.
When you select a country, be sure to uncheck the fax capability.
Select a number and then click to buy.
In the popup that appears, click “Next” and fill out the details of the form.
Once the purchase is complete, don’t configure anything further in Twilio.
Navigate to your system’s account and go to Settings > Phone Numbers.
Here you’ll see the number you just purchased pop up with a button that says “Add” right next to it.
Click “Add” and configure the number as normal within your system.

FAQs

Do I need a specific subscription to use Twilio?

Depending on your subscription, Twilio integration may or may not be available. Please reach out to Support or your Mastermind Administrator if you have any questions regarding your eligibility.

Where can I find the instructions to set up Twilio?

You can follow the "Complete Twilio Setup" article to set up your Twilio number and integrate it with your Mastermind account.

What are the additional requirements for Australian users?

Australian users must follow specific guidelines set by Twilio to ensure compliance with local regulations. These requirements include providing business and address details based on whether you're requesting a local number, mobile number, or toll-free number.

Can I use a PO Box for the business address in Australia?

No, a PO Box is not acceptable. The business address must be within Australia and must be a physical location.

Can I use a Twilio number from a different charging district?

If your Twilio number is from a different charging district, calls will be charged as if you were located within that district. Additionally, you may not be able to port the number to another provider.

Can I use a Twilio number from a different charging district?

Yes, but calls will be charged as if you were located in the number’s charging district. Also, porting the number to another provider may not be possible.